click-to-call on demand · associate data fields with click-to-call sessions. there are two...

Click-to-Call On Demand

Version 2012-10

Getting Started Guide

Oracle | ATG One Main Street Cambridge, MA 02142 USA

Oracle Click-to-Call On Demand Getting Started Guide

Document Version ClicktoCallODGettingStartedGuide, ver. 1.0, updated 10/03/2012

Copyright Copyright © 2010, 2012, Oracle and/or its affiliates. All rights reserved.

This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited.

The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing.

If this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable:

U.S. GOVERNMENT RIGHTS

Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are "commercial computer software" or "commercial technical data" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, the use, duplication, disclosure, modification, and adaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract, and, to the extent applicable by the terms of the Government contract, the additional rights set forth in FAR 52.227-19, Commercial Computer Software License (December 2007). Oracle America, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications.

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group.

This software or hardware and documentation may provide access to or information on content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services.

For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/us/corporate/accessibility/index.html.

Oracle customers have access to electronic support through My Oracle Support. For information, visit http://www.oracle.com/support/contact.html or visit http://www.oracle.com/accessibility/support.html if you are hearing impaired.

C l i c k - t o - C a l l O n D e m a n d

i i i

C o n t e n t s

Contents

How to Use this Manual 2 Prerequisites and Assumptions 2 Introduction 2 Call Links 4

Creating a Call Link 4 Button Visibility 7 Editing a Call Link 9

User Roles 10 Graphical User Interface (GUI) 11 Blacklisting 12

Call Blacklisting 13 Manual Blacklisting 14 Blacklist Criteria Fields 15

Surveys 15 Reports 16

Overview 16 Generating Reports 16 Emailing Reports 17 Memorizing Reports 17 Logging of Missed / Completed Calls 17

Appendix: Administrator Privileges 19 Notes 20

G e t t i n g S t a r t e d G u i d e

2


Oracle Click-To-Call On Demand

How to Use this Manual Oracle provides this guide to Oracle Click-to-Call On Demand service administrators as a quick reference to administering and maintaining Click-to-Call functionality in your current environment.

Note: For information on administering any other channels (such as Oracle Live Help On Demand Chat) in your environment, contact your Oracle Click-to-Call On Demand implementation specialist or Customer Support.

Prerequisites and Assumptions Once you have participated in a successful implementation of Click-to-Call services with assistance from the Oracle Click-to-Call On Demand implementation team, we make the following assumptions:

• You have an Oracle Click-to-Call On Demand account.

• You have obtained administrator privileges on Oracle Click-to-Call On Demand Webcare. For more information, see Appendix: Administrator Privileges.

• You have arranged for the purchase of Click-to-Call services.

• The implementation uses the proactive rules-based Engagement Engine and the ATG Invitation system.

Introduction This guide is focused on managing invites (links) that are inserted onto a site and on general administration of an existing Click-to-Call deployment. When clicked, the hyperlink creates a connection to the Oracle Click-to-Call On Demand network and establishes a call between the caller and the call agent.

The only requirement for a visitor to use the Click-to-Call phone-to-phone service is the visitor’s phone number. Once this information is provided, the phone number is sent to the application server, and the call between the caller and the call agent or call center is established. Call agents then answer the phone just like any other call.

Click-to-Call On Demand using our link system has been integrated with the Live Help On Demand Agent Console (an optional component of the Click-to-Call service). The Agent Console, for example, provides an easy way to visualize and edit Live Context data, allows agents to blacklist phone numbers, visualize


3


PagePeek, and launch Cobrowse sessions with little or no integration work. For more information, contact Oracle Click-to-Call On Demand Customer Support.

Important: For options / fields that are not specifically discussed in this guide, either accept the default values or contact Oracle Click-to-Call On Demand Customer Support for assistance.


4


Call Links A link is an object that is displayed to the customer that enables the customer to initiate the Click-to-Call functionality.

A link can be either static or dynamic. A static link is one that is always displayed and the code to display it is included in the page source code. A dynamic link is one that is only displayed after the evaluation of a rule. This evaluation can be performed either by the Engagement Engine or by Webcare Rule Builder.

Creating a Call Link

Call links are created using Webcare Link Builder.

To create a call link:

1. Log into Webcare, and go to Setup > Link Builder. The LinkBuilder page appears.

2. Next to Add a New, click one of the following link types:

• Web—Used to statically position rules-driven web page links on a page; it is recommended that you create a dedicated DIV to assist in controlling the size, location, and other aspects of the link on the page.

• Timeout links are used when showing the invite after a specific, configurable duration (for example, x seconds after a page load or x seconds after keyboard inactivity) or when you want to use one of the other timeout features (for example, hide invite after x seconds).

• Hover links are used to show the invite in a fixed location on the screen while the visitor is scrolling down a web page.

• Exit—Obsolete; this link type is no longer used.

• Email—JavaScript-free and are used on Flash/Flex heavy pages and in marketing email campaigns. Additionally used when a customer cannot have third-party JavaScript on the site.

Note: Cannot be used in conjunction with rules.

Note: If you want to choose a different link type, you can change the link type on the Link Customization page by selecting from the Link Type menu.

3. On the Link Customization page, enter the following information:

• Link Name—[Required] Descriptive name given to a link to distinguish it from another link or to easily identify it based on its use or placement. This name is what appears on the Link Builder index page for future maintenance.

• Link Type—[Required] Refers to the Click-to-Call service type or intended link usage, and affects the HTML code created for the link.

• Language—[Required] The language in which the call window is to be displayed.


5


• Phone Number—[Required] Specifies the destination phone number to which the link's calls will be routed. This is generally the contact center's phone number.

Select the country of the destination phone number from the menu and then enter the phone number.

Note: For international numbers, calling rules are in place to account for most national prefix (for example, 330 or 33 can be entered). One known exception to this is Italy where the national prefix must be defined by the user (for example, use 390 for calls to landline, and 39 for calls to mobile).

• Extension—[Optional] This feature supports destination phone numbers that call an IVR (Interactive Voice Response) system where callers typically need to press a sequence of digits on their telephone keypad to be routed to the appropriate destination (for example, Sales, Customer Support, or Accounting).

By entering a sequence of digits, the system automatically plays the digits required to route the caller to the appropriate destination.

Valid characters include the digits 0 through 9, star (*), pound (#), comma (,) and period (.); where comma (,) represents a two-second delay and period (.) silences audio messages during the auto navigation.

• UI Title—[Optional] If a value is entered here, it is the title of the user interface for this link as displayed in the title bar of the browser (every page of the user interface displays this title). If left blank, the default title entry is used.

• HTTPS Link—[Optional] Specifies that the link is used on a secure page. It is beneficial to use a HTTPS link on a page whose URL starts with https:// and not use it on a page whose URL starts with http://. This action prevents a user from receiving a message that indicates they are navigating away from or into a secure page.

• Reporting Vars (Variables)—[Optional] Using Reporting Variables is a way to associate data fields with Click-to-Call sessions. There are two methods: static and dynamic. For static variables, in Link Builder, enter valid data directly into the variable. For dynamic variables, Engagement Engine rules are used to read web content and associate it with the variables.

By default, there are three different possible buckets you can use: var1, var2, var3. However, you can configure up to ten variables in Webcare by going to Reporting > Setup > Edit Reporting Variable Names. Each reporting variable field can accept up to 128 characters. For more information on using reporting variables, in Webcare, go to Documentation > Training Materials > Set Up Instructions, or contact Oracle Click-to-Call On Demand Customer Support.

• Title Variable—Specifies what, if any, reporting variable field the title of the page should be placed into.

• Link Icon—Choose from branded icons to appear as the call image for each link, or upload company specific icons using the Choose a Different Icon link.

Note: Using this component is discussed later in this procedure.

• Debug IP Match—[Optional] Contact your Oracle Click-to-Call On Demand implementation specialist for more information.


6


• Custom URL—[Optional] Leave blank. Contact your Oracle Click-to-Call On Demand implementation specialist for more information.

• Custom Off URL—[Optional] Contact your Oracle Click-to-Call On Demand implementation specialist for more information.

• Custom Features—Contact your Oracle Click-to-Call On Demand implementation specialist for more information.

• Survey—Identifies the survey that is shown when the call terminates. These can be made by going to Setup > Survey Builder.

• Agent Survey—Survey available to the chat agent (in the Survey tab), used to collect feedback and outcomes of each completed chat session.

• GUI Loaded URL—A URL Reporting variables are entered in LinkBuilder for each link when passed

Note: This is only valid for timeout and hover links.

Must be either an image URL or a JavaScript call starting with javascript: or .js file URL. The URL is loaded as an image only if the URL does not start with javascript: and if the URL does not end with .js. Even then, it is accomplished by creating an img object in JavaScript. The following additional information is appended to the URL:

varx=x (The link's varx data value where x can be 1-10)

callstate=buttonshown (Identifies what action has occurred)

Note: If using WebEvents as Button Shown URL, the WebEvent's variable inherits the call's variable fields.

• Prohibit Mobile Phones—Calls are disallowed when the customer enters a mobile phone.

4. Under Link Icon, you can accept the default link image or click the Choose a Different Icon link. If you click the link, the Choose Link Image window appears.

• Click the Custom URL option to upload a custom icon (usually one that it is specifically branded for your company). You can type in the URL for the custom image, or click the Upload/Choose Custom Icon link to select from the stored files repository.

• Make any changes to the language to be displayed.

• Click one of the other image options displayed on the page.

• Click Change at the bottom of the page to save your changes.

• The link icon image on the Link Customization page changes to reflect your choices.

5. Once you have made all the changes to the Link Customization page, at the bottom of the page, click Add Link. The link is available for use. Visitors can now be connected to the phone number you have designated for this link.

Note: You can return to the main LinkBuilder page at any time, and click the icon to get the HTML code for your created links.


7


6. Create any additional call links you need for your website using this procedure, or click Finish.

Button Visibility

Use advanced features of the Link Builder Button Visibility section to fine tune your call link configurations for your specific business needs.

You can make changes to the following in this section:

• Percentage Shown—Generally used when the link is first launched to slowly ramp up. This allows you to show the call link only, for example, 30% of the time and as your environment becomes more comfortable. It is not based on agent availability.

• Link On / Off—Set the link option to Off, and it is not released to visitors.

• Off Link Icon—Allows you to show an icon when the link is off. Examples of how this icon can be used are to inform visitors that call capabilities are coming, show an Under Construction notice, or present a Check Back Soon for Click-to-Call icon.

• Link Operating Hours—For more information, see the following Link Operating Hours section.

• Closed Link Icon—Substituted for the open link icon to inform visitors that the contact center is closed (which is different from the Off Link icon which shows that the Click-to-Call option is not yet being offered). Closed Icons are very important as many accounts disable or grey out their active or open icons. When a visitor clicks a Closed Link icon, you can present a closed message or a simple form to collect call-back information.

• Maximum Simultaneous Calls—For more information, see the following Maximum Simultaneous Calls section.

Link Operating Hours / Hours of Operation

The Link Operating Hours menu is populated with hour sets created on the Hours of Operation page. You can select a previously-created hour set from this menu or go to the Hours of Operations page to create a new hour set. Once created, you can then select the new hour set from the Link Operating Hours menu for the link you choose.

The Operating Hours page allows you to set up custom hour sets that define when your call center, agents, or business is open and closed. An hour set can then be assigned to any Click-to-Call link and made available only during business hours specified in the hour set.

The Hours of Operations page is located in the Setup menu, by clicking Operating Hours. At this point, you can either select a previously-created hour set from the Editing menu or you can create a new hour set.


8


To use the Operating Hours page:

1. From the Editing menu, select Add a New Entry or select any of the previously-created hour sets.

Note: If you select a previously-created set, a graph is displayed showing you how this hour set is configured.

2. Create or edit the hour set name.

3. Select a time zone.

4. Under Business Hours, select or clear the check boxes to identify your hours of operation, both AM and PM.

5. Add time padding before and after the time periods set under Business Hours. This opens the links for your call center or call agents a little before or after your designated times. Leave the fields at zero if you do not want any padding.

6. Use the Days Off section to designate holidays for your company. Use the menus to select a specific date, or a week, day, month of the Day Off. Select the Closed hour set or another set that has been previously-created. Click Add to place the Days Off date into the Day Off list.


9


7. Selecting an hour set for a specific call link is done under Link Operating Hours in Link Builder. On the Link Customization page for your chosen link, do the following:

• Click Advanced Features.

• In the Button Visibility section, from the Link Operating Hours menu, select the hour set you want to use for the link.

Maximum Simultaneous Calls

You can set up the maximum number of simultaneous calls (for either this account as a whole or a specific link) that may be launched at any given time. This helps in situations where you have only a limited number of call agents available. Rather than keep your call links available, if a caller attempts to view the GUI after this number is reached, he or she receives a closed message with “Please try again later.” Once there are available call agents, the call link becomes active again.

To set up maximum simultaneous calls:

1. In the Setup menu, click Link Builder.

2. On the Link Builder page, from the list of links, click the Edit icon for a previously-created link or create a new link.

3. At the bottom of the Link Customization page, click Show Advanced Features.

4. In the Button Visibility section, select the Max Simultaneous check box. The field and menu are enabled.

5. In the field, type the number of calls that are to serve as the maximum number of calls for your account or link.

6. From the menu, select Account or Link, depending on your business requirements.

7. Click Update Link or Add Link to save your settings.

Editing a Call Link

On the LinkBuilder page, you can locate a previously-created link and make changes to it.

To edit a call link:

1. Log into Webcare, and go to Setup > Link Builder. The Link Builder page appears.

2. Use the search capabilities if necessary to search by link number or name.

• Search results return all saved links that contain all of your search words.

• Click Clear to restore the full list of links after a search.

3. Once you locate the link you want to edit, use one of the following methods to open the Link Customization page:


1 0


• Click the link name.

• In the Actions column, click the Edit the Link icon.

4. On the Link Customization page, do the following:

• Make any changes to the content.

• At the bottom of the page, click Update Link.

• Edit your web pages to include the updated link code snippets.

User Roles A user account is your login access to Oracle Click-to-Call On Demand Webcare. You can use this tool to change your email, username, or password. As an administrator, you can also use Webcare to set up, edit, and delete additional user accounts or roles.

To administer roles, you must have the Can Add Roles permission enabled. Contact Oracle Click-to-Call On Demand Customer Support to set this for your account.

Roles are specific to each customer account. The default role is Custom Role, which means that the privileges are customized specifically for that user. If you create a role and then assign this new role to a new user account, then you cannot fine tune the user's privileges without first changing the assigned role back to Custom Role.

To Add a User Profile:

1. From the Webcare Home page, click Account Admin > Webcare Users. The Users page appears.

2. Click the Add a New User or Add a New Role link.

Note: If you develop a role that several users can share, it assists you in easily managing your user profiles. Changes to a role affect all users included in that role.

3. Specify the information for this user or role. Information is organized into the following areas:

• User Information

• Alert Administration

• Password Administration

• Access Rights

• Wincare Information

• Chat Information

Note: Help is available to provide brief descriptions of each field and option.

4. Once you have completed configuring the user / role information, click Add User. The user or role is now visible in the list on the Webcare Users page.


1 1


To Edit a User Profile:

1. On the Webcare Users page, locate the user or role you want to make changes to.

2. To assist you in finding the user or role, at the top of the page, use the Search feature. You can choose a previously-saved search or type in a new search in the field. The search functionality displays all possibilities that meet your search criteria.

3. Once you find the user or role you want to change, in the Actions column, click Edit. The profile page appears. If you are editing a role, panes are included that display unselected and selected users for the role. You can move users from one pane to the other to include or exclude the users in that role.

4. Make any changes you require in the profile areas.

5. Once you are done making changes, at the bottom of the page, click Update User or Update Role.

Copying a User

To assist you in managing the creation of new user or role accounts, you can create a single account and then copy it. To complete the creation, just add the user name, email, and username, and the account is ready for use.

To Copy a User Profile:

1. From the Webcare Users list, locate a role or user that you want to re-use.

2. Next to the entry, in the Actions column, click Copy. A new user / role account is provided.

3. Type the necessary information, make any other changes to the profile, and click Copy User or Copy Role.

To Delete a User Profile:

1. From the Webcare Users list, find the user or role you want to delete.

2. In the Action column, click Delete.

Note: If there is a strikethrough across the Delete link, the user or role cannot be deleted.

3. On the dialog, click OK. The user or role entry is removed from the Webcare User list.

Graphical User Interface (GUI) For any issues dealing with the visitor-facing Oracle Click-to-Call On Demand GUI, create a My Oracle support ticket.


1 2


Blacklisting Blacklisting provides a level of protection against abuse through the call channel. Oracle Click-to-Call On Demand provides an automated blacklisting feature at the global and account levels, manual blacklisting provided to the agent (an option that requires the Agent Console or Webcare; both require agent permissions), and a manual feature for the call visitor.

Automated global blacklisting continuously monitors the level of abuse across all accounts and uses global thresholds to capture and restrict serial abusers of the overall service. An account may be excluded from the global blacklist; however, this practice is not generally recommended.

Manual blacklisting may be enabled for your agents, providing the Agent Console with the capability of adding a visitor to the blacklist during a current session. This action prevents a visitor from initiating calls to the account. All entries added to the blacklist via an agent ban have all associated agent details available.

The visitor is presented with an IVR prompt that gives him or her the option to have the current number blacklisted so no more calls are received from the Click-to-Call system.

Blacklisting is actively managed by the Oracle Click-to-Call On Demand Customer Support team. All threshold configurations can be adjusted at any time during the service deployment.

The system captures and stores two types of blacklist entries. A visitor may be added to one or both of the following:

• Account-specific: Unique to the customer account. Threshold changes only affect the visitor’s experience when initiating sessions from a web page tagged with the account’s unique Click-to-Call On Demand link/rules code. Manual agent blacklisting remains account-specific unless later altered by a qualified member of the Oracle Click-to-Call On Demand Customer Support team.

• Global: Applies across all customer accounts.* The thresholds are set high to avoid conflicting with account-level blacklisting parameters and to capture only repeat malicious visitors. Sessions are monitored for abuse over 15-minute, 60-minute, 6-hour, and 24-hour time periods. Call visitors may manually add themselves to global blacklisting by press ** on their phone key pad.

*Accounts may be excluded from the global blacklist upon request; however, this practice is not generally

recommended. Contact Oracle Click-to-Call On Demand Customer Support for strategies to help avoid

conflicts between account-specific and global blacklisting thresholds.

All blacklist entries may be deleted, temporarily disabled, or permanently disabled.

Note: To allow your company administrators to manage the blacklist registry for your organization, make sure that the account-level Blacklist User permission is set to Yes. Contact Oracle Click-to-Call On Demand Customer Support if you have any questions.

• GUID (Globally Unique Identifier) Blacklisting: Every visitor receives a unique ID in a cookie. GUID blacklisting applies to chat and call independently; a visitor can be blacklisted for call but still be able to chat. A customer may remove themselves from the blacklist simply by clearing their browser cookies.


1 3


• Whitelisting: Creates a permanently disabled blacklist entry. This allows the entry to never be duplicated and added to the blacklist, essentially allowing the user to never be prohibited from placing a Oracle On Demand session. This is recommended for all key account test users during the implementation process.

Call Blacklisting

In the Click-to-Call system, the visitor is always called first (commonly referred to as Leg 1), and then the agent is called (Leg 2). Call blacklisting applies to the visitor leg.

Call blacklisting for the visitor includes:

• Temporary Blacklisting: Temporarily prevents the visitor from placing further call sessions for a 24-hour period. Temporary blacklist entries do not currently expire; therefore all numbers that have received a temporary blacklisting are still in the system. If a pre-existing temporary blacklist entry is identified in the system when a secondary temporary blacklist entry is created, the entry becomes permanent.

• Permanent Blacklisting: Entry remains until manually edited; changes to a permanent blacklisting must be done manually, with the possibility of whitelisting a visitor to avoid future blacklisting.

All thresholds may be customized. The default and recommended thresholds are as follows:

Single Number used in GUID:

• Seven (7) calls in 15 minutes (Directory: 25).

• Nine (9) calls in 60 minutes (Directory: 75).

• Fifteen (15) calls in 24 hours (Directory: 100).

Note: If any of the limits is exceeded, the visitor’s phone number is blacklisted.

Multiple Numbers used in GUID**:

• Three (3) distinct phone numbers called from the GUID in 60 minutes.

• Four (4) distinct phone numbers called from the GUID in 24 hours.

**While people often do this for demo purposes, it is nearly always a result of intentional abuse.

Note: If any of the limits is exceeded, the visitor is blacklisted.

Customer Blacklist recording played:

• Receipt of more than two calls in six (6) hours to the same number.

• Receipt of more than two calls in six (6) hours in the same GUID.

Note: This action does not cause blacklisting. This simply controls whether the audio message is delivered to the visitor telling him or her how to block future calls (by globally blacklisting the visitor’s phone number). By default, this audio is disabled. Once the limit is reached, the audio is played.

Simultaneous calls per Destination number (Link level threshold) and per Account:


1 4


• No default: Prevents the destination number or account from receiving call sessions so the set threshold of simultaneous calls per distinct number or account is never exceeded. For example, if set to 2, no more than two calls may be placed to the distinct destination number or account at the same time. Once a session has disconnected, another can connect.

Note: The Simultaneous calls limits, if exceeded, do not cause blacklisting. If the limit is exceeded, the start call request is denied.

Manual Blacklisting

If you have permissions in Webcare, you can also set up manual blacklist entries.

On the Webcare Blacklist page, you can review the list of blacklist entries that have been previously set up. Blacklist entries can be set up globally across all accounts or specifically for a single account. From this page, you can also edit and delete, depending upon your permissions.

To set up a manual blacklist entry:

1. In Webcare, in the menu ribbon, click Support > Blacklist. The Blacklist page appears.

2. Click the Add a New Entry link. The Blacklist Entry Information page appears.

3. Edit this page to create a new entry. The fields are as follows:

• Type—Can be Standard (to cover all channels), Inbound, and Chat-specific

• Phone Number—The phone number that is to be blacklisted

• IP Address—In cases where you want to blacklist a specific IP address or block of IP addresses.

Note: Because of the nature of IP addresses, exercise extreme caution when blacklisting an IP address. You may find that you are blacklisting viable visitors as well as abusive ones.

• Description—Add information about this specific blacklisting entry; it is recommended that you include the person responsible for creating this blacklist entry, why the blacklist entry was created, and the date when the blacklist entry was created.

• GUID—Not required.

• Account ID—Select from a menu of account IDs, global blacklists across all accounts, or type your own ID.

• Company—Select from a menu of company names or select global blacklisting across all companies.

• Enabled—Either enable the blacklist once the entry is added or disable it for later use.

• Permanent—Choose to make the blacklist permanent; without this option in place, blacklisting of the number or IP address is temporary.

• Allow Auto Unblock—Used in testing to clear blacklist numbers or IP addresses from the list that may fit the automatic blacklisting criteria.


1 5


4. Once you have completed edits to this page, click Add Entry. The entry now appears on the Blacklist page.

To edit or delete blacklist entries:

1. On the Blacklist page, identify the entry you want to edit or delete. In the last column, click the Edit or Delete link.

2. For editing, the Blacklist Entry Information page appears. Make any changes, and click Update Entry.

3. For deleting, in the message dialog, click OK.

Blacklist Criteria Fields

The global default blacklist settings can only be edited by Oracle Click-to-Call On Demand Customer Support. In addition, if you want to establish your own blacklist thresholds, contact Oracle Click-to-Call On Demand Customer Support to define default settings specific to your account. This should only be setup after consulting with your account.

Field Description

Distinct Distinct phone numbers called by a single GUID... So "Distinct, 60 Mins = 3" would mean that a GUID that made calls to 3 or more distinct user numbers within a 60-minute period would be blocked.

Also, a Calls row needs to be added before this to cover limits on call to visitor phone numbers for 24 hour, 60 minute, and 15 minute intervals.

Simul Per Dest Phone The number of simultaneous live calls that the destination phone number is allowed to receive at a single time. So, if it is set to 2, and two users call the same destination number, no further calls would be allowed until one of the calls ends.

Simul Per Account Similar to Simul Per Dest Phone, except it works on the entire account as opposed to a specific destination phone number.

Calls to **, 6 Hrs The number of calls to distinct user numbers a GUID must make before they hear the ** message. The default is 2.

This identifies the number of calls the visitor must make in a 6-hour period before hearing the audio message that instructs him or her on how to block future calls.

Surveys Use the Survey Information page to create surveys for use with Click-to-Call.

Access the Survey page by going to Setup > Survey Builder. You can edit current surveys or create a new survey by clicking the Add a New Survey link.


1 6


The Survey invite appears as a hyperlink that opens in a new window by default. The visitor can choose to take the survey by clicking the link.

Important: When creating or editing a survey, it is recommended that you leave the Survey Admin field set to None. If you select a specific administrator for the survey and that administrator is deleted for any reason, it significantly affects the surveys use.

Reports

Overview

From the Webcare Reporting menu, you can choose from a variety of reports. You can determine report criteria, including advanced criteria to tailor the report to your needs, memorize reports to set up reports that are frequently used, and email reports automatically, subscription-style, to any number of recipients.

Generating Reports

The reports you may find particularly useful on a regular basis include the Client Report, Call Detail Report, and the Top 20 Call Report. All these reports are available either directly from the Reporting menu (for example, Reporting > Client Report) or from the Graph Builder page (Reporting > Graphs).

On these pages, you can choose from preset criteria (for example, Today and Last 7 Days), select a custom range, or you can use advanced filtering to create a report that focuses on the information in which you are interested.

All reports, including those you tailor to your needs, can be memorized (filtering criteria saved) to avoid having to re-enter previous reporting criteria. Create easily-recognizable, unique names to identify your custom reports.

Client Report

Access the Client Report by clicking Reporting > Client Report. Click Generate Report once you have made any configuration choices.

Call Detail Record

Access the Call Detail Record Report by clicking Reporting > Client Report. Click Generate Report once you have made any configuration choices. Once the report has been generated, in the Report Results section table, click Total. The Detail Records Report is displayed.

Top 20 Call Report

Access the Top 20 Call Report by clicking Reporting > Graphs. From the Graph Type menu, select Top 20 Call Report. Click Generate Graph once you have made any configuration choices.


1 7


Emailing Reports

Easily create and manage requests to have your reports automatically email to you daily, weekly, or monthly (like setting up a subscription to the report). You can chose from standard call detail reports and graphs, or custom memorized reports that you or others have created.

Note: You can add as many email addresses as you need; use commas to separate the email addresses.

To set up reports for emailing:

1. Click Reporting > Setup > Email Reports.

2. On the Email Reports page, click the Add a New Email Report link.

3. Use the features on the Email Reports page to:

• Set up automatic emailing of reports.

• Set up the To Name, From Name, Subject, Email Addresses, and body text for the email to accompany the report(s).

• Select the memorize reports to be sent, as well as the frequency of the sending.

• Select from a list of legacy (canned) reports to be sent as well as the frequency of the sending.

4. Once you have set up the email and its contents, click Add. The email is saved and appears on the Email Reports page.

5. You can also edit, copy (clone), and delete the email reports setup from this page.

Memorizing Reports

For any of the reports you regularly use, you can memorize the report filtering criteria so that you can easily access that same report in the future. Once you have established your reporting criteria, in the Report Builder section, click Memorize this Report. The Memorize Report dialog appears. Click Go when you have edited the criteria to complete memorizing the report.

Note: To view all reports that have been memorized, click Reporting > Setup > Memorized Reports. Depending on your permission, the Memorized Reports page allows you to view, email, copy (clone), edit, and delete memorized (saved reporting criteria) reports.

On the Memorize Report dialog, you can:

• Create a unique name for the report.

• Memorize the report for yourself, as well as for all users.

• Customize the columns presented on the report.

Logging of Missed / Completed Calls

To assist you in deciphering some of the information you may find in the reports you generate, it is important to understand the three basic cases of phone-to-phone calls:


1 8


• The visitor side never answers the phone (time-out after 18 seconds). If this occurs, the call does not appear in any reports, missed or otherwise. As far as the system is concerned, the call never occurred.

• The visitor side answers the phone, but hangs up before the agent side answers (either by hanging up during the announcement message or by hanging up while the agent side is ringing, which never times out and always requires an explicit hang-up by the visitor). This case always results in a missed call in reporting.

• The visitor side answers the phone, waits, and is then connected to an agent. This case always results in a completed call in reporting. Also, if the call lasts less than 15 seconds (after both parties are connected), the call shows up by default in the missed and short call report as well. The 15-second limit can be customized on the report. If set to 0, it essentially becomes a missed call report.


1 9


Appendix: Administrator Privileges The Oracle implementation team initially sets up privileges for your Webcare account. The following illustrates this initial setup:

Only authorized Oracle Click-to-Call On Demand Customer Service personnel can edit the settings in red. As an administrator, you can make changes to the following settings:

• Company address

• Starting day of the week

• Lists of different types of contacts

• Account Ref #

• Main website addresses

• Page push domains

• IP Blocks allowed to access your account


2 0


Notes

Disable Customer Unblock Message: Controls what a blacklisted visitor sees in the call UI.

If setting is set to No:

• Message is displayed: 'You may automatically unblock yourself by calling +1 (703) 880-6104 and follow the automated prompts.'

• Hyperlink with text, “Help! I'm an ATG customer” is displayed. If clicked, this takes the visitor to /webcare/system/blacklist/customerunblock.php.

If setting is set to Yes:

• Hyperlink with text, “If you believe this to be an error, please CLICK HERE” is displayed. If clicked, this takes the user to http://webcare.estara.com/website/unblock/.

click-to-call on demand · associate data fields with click-to-call sessions. there are two...

Documents